SPECIFICALLY, YOU WILL:

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• Lead and Develop Operational Teams: Provide strategic leadership across multiple layers of the Customer Operations function, setting direction, driving accountability, developing strong people leaders, and fostering a high-performance, inclusive culture. You will ensure team health and stability by supporting leaders to manage challenges effectively and by creating an environment where people can thrive.

• Champion Customer Outcomes: Embed customer focus in all processes and policies, ensuring operational decisions support excellent experiences and protect customer trust.
• Optimise Resource Allocation: Allocate capacity effectively to deliver on service outcomes, balance demand and risk, and partner on forecasts and talent planning while ensuring day-to-day resilience.
• Drive Efficiency and Automation: Champion process improvements and automation initiatives, including leveraging on AI enablement, that reduce complexity, strengthen controls, and scale operations sustainably.
• Use Data and Insights to Improve Performance: Define SLAs and KPIs, track results, and generate insights that reduce avoidable contact and improve operational effectiveness.
• Safeguard Compliance and Manage Risk: Maintain strict oversight of Consumer Duty, AML, and CASS obligations, ensuring timely reporting, remediation, and escalation of risks.
• Collaborate and Influence Cross-Functionally: Act as a senior advocate for Customer Operations, building strong partnerships within Operations and with teams such as Product, Engineering, Compliance and Finance to align priorities and deliver impact.

EXPERIENCE & SKILLS

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• Proven leadership of large-scale operational functions, ideally including regulated environments such as financial services, pensions, or AML.

• Strong people leadership experience, with a track record of developing managers and building resilient, high-performing teams.
• Expertise in operational excellence and continuous improvement, including process redesign, automation, and methodologies such as Lean or Six Sigma.
• Skilled in using data and performance metrics (SLAs/KPIs) to drive accountability, efficiency, and service quality.
• Comfortable managing operational risk and compliance obligations, with sound judgement on when and how to escalate.
• Experience across both established organisations and scaling businesses, combining best-practice standards with the pragmatism needed in a high-growth environment.

The Head of Customer Operations is a senior leadership role responsible for leading and scaling Moneybox’s core operational delivery teams: Core Customer Operations, AML Operations (including KYB), and Pension Operations.
You will ensure these critical functions operate with accuracy, efficiency, and compliance, while building the operational capability to support Moneybox’s long-term growth. The role combines strategic operational leadership with a strong commitment to customer focus, ensuring that every process, policy, and decision supports outstanding experiences and outcomes.
You will design and execute a future-proof operating model that delivers exceptional customer value, supports rapid growth, and ensures operational excellence. This includes making tactical resource allocation decisions, driving process efficiency and automation, maintaining strong regulatory compliance, and fostering a high-performance, customer-centric culture.
Moneybox is entering a pivotal stage of operational transformation, and this is a unique opportunity to define how we serve customers at scale, building the foundations for long-term success.